表紙画像

A structural model of consumer complain behaviour of young adults in telecommunication industry

The research aims to investigate the influences of five antecedent factors (i.e. attitude towards complaining, likelihood of success in complaining, perceived difficulties of complaining,general attitudes towards business, and sense of justice)on the complaint behaviour among the youn...

詳細記述

保存先:
書誌詳細
主要な著者: Tam, Yin Ling Adeline, Norazah Mohd Suki, Chang, Dyana Mui Ling
フォーマット: 論文
言語:English
出版事項: 2013
主題:
HF Commerce
オンライン･アクセス:https://eprints.ums.edu.my/id/eprint/18793/1/A%20structural%20model%20of%20consumer.pdf
https://eprints.ums.edu.my/id/eprint/18793/
https://www.researchgate.net/publication/266560407_A_STRUCTURAL_MODEL_OF_CONSUMER_COMPLAINT_BEHAVIOUR_OF_YOUNG_ADULTS_IN_TELECOMMUNICATION_INDUSTRY
タグ: タグ追加
タグなし, このレコードへの初めてのタグを付けませんか!
id my.ums.eprints.18793
record_format eprints
spelling my.ums.eprints.187932018-02-18T11:56:26Z https://eprints.ums.edu.my/id/eprint/18793/ A structural model of consumer complain behaviour of young adults in telecommunication industry Tam, Yin Ling Adeline Norazah Mohd Suki Chang, Dyana Mui Ling HF Commerce The research aims to investigate the influences of five antecedent factors (i.e. attitude towards complaining, likelihood of success in complaining, perceived difficulties of complaining,general attitudes towards business, and sense of justice)on the complaint behaviour among the young adults in telecommunication industry in Malaysia. Survey data were collected via an on-line self-administered questionnaire. Data were analysed using structural equation modelling (SEM) technique via AMOS computer program version 20.0. Results revealed that likelihood of success, sense of justice and attitude towards complaining are significant in influencing complaint behaviour of consumers. This paper presents valuable information that can assist marketers and researchers in understanding the consumer complaint behaviour among this age group and develop better service to the retain customers. 2013-05 Article PeerReviewed text en https://eprints.ums.edu.my/id/eprint/18793/1/A%20structural%20model%20of%20consumer.pdf Tam, Yin Ling Adeline and Norazah Mohd Suki and Chang, Dyana Mui Ling (2013) A structural model of consumer complain behaviour of young adults in telecommunication industry. International Research Journal of Humanities and Environmental Issues (IRJHEI), 2 (2(1)). pp. 1-10. ISSN 2277-9329 https://www.researchgate.net/publication/266560407_A_STRUCTURAL_MODEL_OF_CONSUMER_COMPLAINT_BEHAVIOUR_OF_YOUNG_ADULTS_IN_TELECOMMUNICATION_INDUSTRY
institution Universiti Malaysia Sabah
building UMS Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sabah
content_source UMS Institutional Repository
url_provider http://eprints.ums.edu.my/
language English
topic HF Commerce
spellingShingle HF Commerce
Tam, Yin Ling Adeline
Norazah Mohd Suki
Chang, Dyana Mui Ling
A structural model of consumer complain behaviour of young adults in telecommunication industry
description The research aims to investigate the influences of five antecedent factors (i.e. attitude towards complaining, likelihood of success in complaining, perceived difficulties of complaining,general attitudes towards business, and sense of justice)on the complaint behaviour among the young adults in telecommunication industry in Malaysia. Survey data were collected via an on-line self-administered questionnaire. Data were analysed using structural equation modelling (SEM) technique via AMOS computer program version 20.0. Results revealed that likelihood of success, sense of justice and attitude towards complaining are significant in influencing complaint behaviour of consumers. This paper presents valuable information that can assist marketers and researchers in understanding the consumer complaint behaviour among this age group and develop better service to the retain customers.
format Article
author Tam, Yin Ling Adeline
Norazah Mohd Suki
Chang, Dyana Mui Ling
author_facet Tam, Yin Ling Adeline
Norazah Mohd Suki
Chang, Dyana Mui Ling
author_sort Tam, Yin Ling Adeline
title A structural model of consumer complain behaviour of young adults in telecommunication industry
title_short A structural model of consumer complain behaviour of young adults in telecommunication industry
title_full A structural model of consumer complain behaviour of young adults in telecommunication industry
title_fullStr A structural model of consumer complain behaviour of young adults in telecommunication industry
title_full_unstemmed A structural model of consumer complain behaviour of young adults in telecommunication industry
title_sort structural model of consumer complain behaviour of young adults in telecommunication industry
publishDate 2013
url https://eprints.ums.edu.my/id/eprint/18793/1/A%20structural%20model%20of%20consumer.pdf
https://eprints.ums.edu.my/id/eprint/18793/
https://www.researchgate.net/publication/266560407_A_STRUCTURAL_MODEL_OF_CONSUMER_COMPLAINT_BEHAVIOUR_OF_YOUNG_ADULTS_IN_TELECOMMUNICATION_INDUSTRY
_version_ 1760229493953265664
score 13.250246

類似資料